Refund policy

Return policy 

We want you to be completely satisfied with your purchase. If for any reason you are not satisfied with our SIM card IOT SIM products, we offer a hassle-free 60-day return policy. Simply contact us by email hello@lemonmobile.com.au or through the website to initiate the return process.

Once we receive the returned product and verify that it is in its original, unopened condition, we will issue a refund for the full purchase price, minus any shipping fees. Please note that we do not accept returns of opened or activated SIM cards or IOT SIM cards. 

Regarding our eSIM products, due to their digital nature, we do not accept returns once a QR code has been generated. However, if you encounter any technical issues during activation or connection, rest assured that we offer a full refund. Before making a purchase, please ensure that your device supports eSIM functionality. If your device is not eSIM-compatible or if you change your mind, a 20% processing fee will be applied. It's important to note that the eSIM plan must be activated within 30 days of QR code generation. No refunds will be provided if the eSIM plan expires after 30 days of remaining inactivated.

Refund policy 

The refund policy for SIM cards and IOT SIMs offers a 100% money-back guarantee for faulty or damaged products during transit. To claim a refund, the customer must follow these steps: 

1. Contact us by email or through the website for help with the connection issue.

2. Provide detailed information about the problem, including product and purchase information, the issue, and the device and country in which the SIM card or eSIM is faulty.

3. Return the faulty product to us for evaluation.

Customers must read and follow the instructions on the product package carefully. We will not provide a refund in the following circumstances:

1. Late delivery due to insufficient time allowed for post delivery. Please check information on delivery times here.

2. Failure to contact or cooperate with us to resolve connection or other issues.

For eSIM products, a 20% processing fee will be incurred after the QR code has been generated, as a result of non-technical factors such as device incompatibility or a change of mind.

Once a refund request is approved, allow 3-5 business days for processing.